Do these statements describe you? If so, please consider this role! You thrive in service recovery, when something goes wrong you understand and elevate the experience to make it right. Your ideal work style includes new challenges every day, making connections, and leading problem resolution? You take pride in delivering high-impact work that allows your team to grow & develop with a clear sense of purpose. You enjoy digging and getting to the root cause and driver of operational quality. You enjoy seeking and actioning stakeholder feedback. . You get excited about using technology to solve problems while making connections that make work easier to get right. You enjoy leading a high-performing team toward great results and transforming operations to provide exceptional service and insights.
The Customer Advocacy Quality and Executive Close Loop team is seeking a leader responsible for day to day quality of critical service recovery complaints through effective root cause identification and resolution. We are looking for a leader who will transform and lead a best in class quality review operation for complex customer resolution needs. This leader will build relationships with up and downstream partners, partner with operations to improve quality findings and elevate insights to business partners. This role includes leading leaders, so having proven experience as a people manager is required.
Qualities you’ll bring:
Leadership
You are an influential, supportive, leader with a passion for building a vibrant team culture. You are a thoughtful and inspirational leader that leads with head and heart while creating an environment that enables excellence.
Process and Operational Excellence
You have a proven track record of effectively leading a well managed processes in an operations environment.
You utilize data and insights to monitor process and operations effectiveness and identify and implement continuous improvements. You elevate needs & drive change improving delivery, quality and efficiency to improve customer experience
Innovative Problem Solving
You enjoy solving complex problems across processes and technology and work well with others to identify problem statements and potential solutions
You have a keen attention to detail.
Teamwork
You can work closely with others across a matrixed environment to improve dependencies and move shared work forward
You are a good communicator and active listener making it easy for others to share ideas, concerns and feedback
A great candidate is someone who understands operations, setting and achieving goals, and connecting a team of amazing associates to our vision of taking care of our customers. We are looking for someone that can lead a quality focused operation to provide insight and actions that improve overall quality output of customer resolutions. This means understanding data, and the needs for next-level documentation and data integrity.
Specifically this role will be responsible for:
• Manage a back office team of ~28 associates and up to 4 direct reports
• Coach, develop, mentor direct reports in multi level organization
• Deliver on service levels, and output expectations with high quality and clarity
• Develop, lead and deliver a best in class quality and resolution function that enables continuous learning and improvement of complaint resolution and mitigation
Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.
Basic Qualifications:
• High School Diploma, GED or Equivalent Certification or military experience
• At least 2 Years of Call Center Management Experience
• At least 2 years of experience in People management - drive results through others, coach/develop
• At least 2 years of experience in Collections or Call Center
• At least 1 year of experience in Project management
• At least 2 years of experience in Budget management
Preferred Qualifications:
• Bachelors Degree in Business, Economics, Management or some quantitative study
• Six Sigma, Lean Certification
• At least 5 years of experience in People management - drive results through others, coach/develop
• At least 5 years of experience in Collections or Call Center
• At least 2 years of experience in Project management
• At least 5 years of experience in Budget management
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
McLean, VA: $126,700 - $144,600 for Department Operations Manager
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.